Senior Technical Support Engineer - Platinum Support (EMEA)

Overview

Senior Technical Support Engineer for Platinum Support (EMEA), providing advanced post-sales support to Platinum customers for mission-critical systems.

What you'll do

• Provide configuration and troubleshooting via phone, email, and web.
• Meet or exceed enhanced response time SLAs for Platinum-covered systems.
• Own customer support cases from initial report through final resolution.
• Use fault isolation and root cause analysis to diagnose complex issues.
• Reproduce customer issues and work with Engineering and ETAC to qualify and resolve critical bugs.
• Perform multi-vendor troubleshooting in complex integrated network and security environments.
• Author and publish Technical Support Bulletins and other documentation to the knowledge base.

What you'll need

• Bachelor's degree in a technical field or equivalent practical experience.
• 5+ years of experience in a technical support or network engineering role.
• Expert-level knowledge of TCP/IP and extensive routing/switching protocol experience (e.g., OSPF, BGP).
• In-depth experience with network security technologies (IPsec, SSL-VPN, NAT, GRE).
• Proven ability to independently debug broad and complex networks with mixed media and protocols.
• Ability to work required shift hours, including afternoons, evenings, and weekends.

Details

• Location: Office - India - Bangalore Bagmane Tech Park.